Collections Manager

Harley-Davidson Financial Services (HDFS), a wholly-owned subsidiary of Harley-Davidson, Inc., offers a wide range of financial products and services to motorcycle enthusiasts and Harley-Davidson dealerships. Products available to consumers include financing on motorcycles, MotorClothes™, and parts and accessories; cycle insurance; and extended service plans for Harley-Davidson® motorcycles. HDFS manages over $2.2 billion in customer and dealer loans.

 

The HDFS facility in Carson City offers a great work environment along with an ideal location.Located in the foothills of the Sierra Nevada Mountains it offers year round activities such as skiing, golf, hiking and you can do it all in the same day!



We are currently seeking a Customer Solutions Manager to join our Servicing Department.  The Customer Solutions Manager provides direct supervision of day-to-day operations of members of a Servicing team, responsible for either Consumer Servicing or Business Servicing. The Manager partners with others in the role to oversee all work focused on:

 

· Customer Service – Includes acting as a contact point for customers across all product lines. In Consumer Servicing, Retail and Insurance; in Business Servicing, Account Management

· Customer Support – Includes account servicing across product lines (Insurance, Retail, and Wholesale), research, and vendor management

· Collections – Conducts all collections activity including queue and escalated collection efforts (such as Legal, BK, etc.)

· Customer Retention – Responsible for retention of existing insurance product customers

 

The role is responsible for coordinating activities to maintain customer focus and high levels of customer satisfaction. The Manager is responsible for ensuring that all members of the team work together towards the common goal of serving the business/commercial groups assigned to the origination teams. In addition to the day-to-day servicing activities, the role is responsible for coordinating with others in the organization (e.g., the Servicing Director, other Managers, and others within the origination teams) as appropriate to ensure work meets service and quality standards. The Manager provides recommendations to establish performance objectives, and has full responsibility for monitoring and evaluating individual team member performance. Embraces and facilitates external focus by all members of the group and actively coaches team members to consistently deliver the desired HDFS customer experience. The Manager actively coordinates selected activities of the team (detailed below).

 

Primary Responsibilities include but are not limited to:In conjunction with others who share responsibility for supervising the group, the Manager plans and directs workflow of the teamProvide direct reports with feedback, coaching, individual development needs assessment, and training gaps, including regular, one-on-one performance reviewsManages employee development activities to ensure that training requirements are fulfilled by team members; conducts/supports cross-training of team members within established guidelinesEstablishes and monitors measures to track team members’ development progressEnsures application of organizational policies and proceduresMaintains efficient workflow by holding direct reports accountable for quality and efficiency of their workAs needed, intercedes on requests with difficult customers and/or requests requiring detailed knowledge of the organization’s products/services (escalates to Process Manager, as necessary)May approve exceptions (within established parameters) to assist in finalizing a transactionActs as a liaison and point of escalation between individual team members and managementOversees the efforts of servicing team to ensure appropriate and consistent customer satisfaction levels, collaborating with the Servicing Process Manager as necessaryInteracts with all levels of contact center management to address quality issues impacting key metrics surrounding customer satisfaction, first contact resolution, productivity and service levelCollaborates with other Managers to ensure quality and consistency of serviceCollaborates with Origination management as necessary to assure acceptable allocation of shared resources, and organized workflow between the origination and operations functions at a team levelAs directed, provides assistance to management in managing operation activities, including but not limited to, system policies and procedures and flow of informationMonitors calls/activities as necessary to ensure performance and quality standards are being met and provide performance coachingThrough clear communication and other efforts, builds improved interaction between team membersMay provide assistance and feedback for hiring decisions, including interviewing team members within established guidelinesMay participate in activities associated with maintaining process/operations, including developing and implementing policies and procedures on systems and the flow of informationProvide direct supervisory support for origination and servicing team members to ensure appropriate supervisory coverage during all operating hours.Responsible for protecting employees, customers and corporate information.  Follows established physical, electronic and procedural safeguards, including policies regarding data protection, segregation of duties, use of passwords, and access to information based solely on business need.  In addition, any company-proprietary information (including but not limited to customer information) may not be transferred or transported outside of HDFS by employees upon leaving the company.Maintains a current awareness and understanding of appropriate banking laws, regulations, internal policies and procedures, and to comply fully with those laws, regulations, policies and procedures..

 

Job Requirements:

· 3-5 years of relevant experience in related roles

· Bachelor’s Degree

 

 

HDFS is an equal opportunity employer, and offers an excellent compensation and benefits package with medical insurance that includes dental, vision and prescription cards, 401K plan, tuition reimbursement, and an employee stock purchase plan.